Senior Manager- OTC Collection

Key Responsibilities

• Responsible for overseeing collections activities for North America and Canada customers
• Establish goals & metrics of the process and drive, co-ordinate team to meet and exceed them
• Accountable to drive results to enhance business performance
• Resource forecasting basis volume projection and availability of current resources
• Drive internal audits and propose improvements relevant to Cash and Collection value stream
• Manage risks and controls; promote a culture of transparency
• Design, develop and improve collection strategies to reduce past due and unapplied cash to optimize productivity
• Establish contacts/relationship with key stakeholders and have regular connect to resolve complex operational issues

Qualification & Requirements

What we look for?

• Postgraduate / Master’s Degree in any stream
• Working experience within a Shared Services, Captive/Outsourced environment supporting North America region is mandatory
• Should have an experience in Call Centre model working on both Inbound and Outbound
• Working in US working hours (night shift) is a mandatory requirement
• Around 5 years people management experience is preferred
• 10-11 years of experience in Cash & Collection Processes in a Global/MNC environment, Includes managing teams of 20-30 people over this period
• Proven experience in running collection cycles, credit processes, use of Collection tools (e.g., Get Paid) and establishing metrics to ensure process adherence
• Experience in North American process transition would be preferred
• Systems knowledge in ERPs (MacPac, Mapics, Amer, Oracle & SAP) will be preferred
• Proficiency in Collections Tools like Get paid, Contact Tool, High Radius is required
• Excellent customer service, business communication (both verbal and written) and follow-up skills with the ability to work in a fast-paced team environment while meeting deadlines
• Demonstrate leadership, interpersonal and collaboration skills to effectively supervise, mentor and influence team.

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…